Engine Field Service Technician - Level III
Cummins Turbo Technologies
DESCRIPTION
Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer’s site.
Key Responsibilities:
Establish and maintain productive customer relationships, ensuring prompt and efficient customer service.
Utilize specialized tools and documented procedures to diagnose and complete complex repairs at customer locations.
Perform preventative maintenance on engines and related components in the field according to schedules and standards.
Escalate unresolved technical issues to product specialists or supervisors.
Provide coaching, development, and knowledge transfer to technicians and apprentices; may review repair plans and parts lists.
Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents.
Identify and communicate additional sales and service opportunities with customers.
Maintain service vehicle and tools in proper operating condition.
Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents.
RESPONSIBILITIES
Competencies:
Communicates Effectively: Conveying clear and precise messages tailored to different audiences.
Customer Focus: Building strong relationships and delivering customer-centric solutions.
Develops Talent: Supporting employee development to meet career and organizational goals.
Manages Complexity: Analyzing complex information to resolve issues efficiently.
Manages Conflict: Addressing conflicts constructively with minimal disruption.
Self-Development: Actively pursuing new learning opportunities through formal and informal channels.
Health and Safety Fundamentals: Promoting and modeling proactive health and safety behaviors.
Diagnostics Application: Identifying and troubleshooting issues using specialized equipment and software.
Electronic Service Tool Application: Utilizing appropriate hardware and software tools for diagnostics and repairs.
Engine Systems Interactions: Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs.
Product Repair and Maintenance: Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times.
Service Documentation: Ensuring accurate record-keeping of customer, equipment, and technical service data.
Technical Escalation: Addressing technical issues efficiently and escalating as needed.
Values Differences: Recognizing and appreciating diverse perspectives and cultural contributions.
Education, Licenses, and Certifications:
Apprentice Trained Engine Technician (Preferred).
Vocational diploma from a relevant technical institution.
Locally valid driving permit.
Licensing may be required for compliance with export controls or sanctions regulations.
QUALIFICATIONS
Experience:
Significant field service work experience.
Expert-level knowledge of and/or experience with engine products.
Customer service experience.
Experience providing technical advice and coaching to junior technicians (preferred).
Skills:
Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings.
Acting as a subject matter expert on controls and electrical systems to enhance dealership response team capabilities.
Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) and electrical diagnostics.
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